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Delivery and Returns Information

DELIVERY AND RETURNS INFORMATION                                                                                                                                                                                          June 2018

Delivery

We are always working hard to ensure that we remain good stewards of our resources on behalf of Fairtrade farmers and workers. As such, we are pleased to offer almost all of our resources for free. However, due to limited funds we are unable to cover the cost of postage for all resources. This cost is based on the size and weight of orders and comes directly from the pricing schedule of the two services that we use: Royal Mail (Standard) and DPD (Express). To estimate delivery rates, please use the postage estimator at the basket before checkout.

Standard Service - Orders are usually despatched within 48 hours, and delivered in 2-3 working days by Royal Mail. During the Fairtrade Fortnight campaign in January and February the despatch time can increase due to increased demand. Please note that these orders are sent by Royal Mail and aren’t trackable. We are unable to deliver on Sundays. Postage charges are calculated by weight and dimension. For more information please refer to http://www.royalmail.com/price-finder

Express Service - We can deliver to any UK mainland address for the next working day from confirmation of receipt of orders providing the order is placed before 2pm (Monday to Friday excluding Bank holidays). A signature will be required. We will provide an email confirmation of the order, and tracking details from the courier site. Deliveries to Highlands and Islands and Northern Ireland will take an additional 24-48 hours.

Please note: Due to the way that they work out postal rates, at higher weights the Express charge may be less than the Standard charge.

Returns and Exchanges

All goods ordered from the Fairtrade Foundation can be cancelled and returned for a refund or exchange subject to our Terms and Conditions. All goods must be returned suitable for resale, unless damaged when received.

To request a refund, simply contact us by email at mail@fairtrade.org.uk or by phone on +44 (0)20 7440 7676 with your order number and name and the reason you would like to return or exchange the goods. Please also confirm whether you wish to return any donations made as part of the order. We will then contact you with a reference number and address to send the goods to.

Upon receipt of your request, any sum paid to us will be refunded to you subject to our Terms and Conditions. If you request an exchange, the replacement goods will be sent as soon as possible.

FAQs

What if I can’t cover the cost of postage or the postage cost is too high?

If you are organising a large event or activity and require resources in bulk, or the postage charge is preventing you from ordering materials for your event, please contact our Supporter Services team at mail@fairtrade.org.uk or phone 020 7440 7676.

Can orders be delivered outside of the UK?

Orders can only be delivered to mainland UK addresses and the Channel Islands.

How can I change or cancel my order after it has been placed?

Generally we are unable to change orders after they have been submitted as we are picking them daily to ensure they get to you on time. However, if you would like to change your order, please contact our Supporter Services team on mail@fairtrade.org.uk or 020 7440 7676.

You may cancel your order by contacting our Supporter Services team. Please see our Terms and Conditions for more details.

Can I send my order to multiple addresses?

Please note that we can only accept one address per order.

If my order includes pre-order items, will they be sent separately?

Orders will be sent when all items are in stock. If you need in stock items sooner, please separate these from any pre-ordered items and make a new order for them.

Will all of my items arrive together?

Please note items may be despatched in more than one package, and will not necessarily arrive at the same time. If there is no one to receive the package then the carrier will leave a card informing you where your order is being held. If you have not received your goods within 30 days, please contact our Supporter Services team at mail@fairtrade.org.uk or phone 020 7440 7676.

I haven’t received my order – can you help?

If you haven’t received your order within 30 days of receiving your order confirmation, please contact our Supporter Services team on mail@fairtrade.org.uk or 020 7440 7676.

What should I do if some of my order is missing or wrong?

Please contact our Supporter Services team on mail@fairtrade.org.uk or 020 7440 7676.

Can I pick up my order from the Fairtrade Foundation’s office?

As all of our stock is stored and sent from an external warehouse, it is therefore not possible to pick your order up from our office.